Customer Service Agent

Metro Rod; Macclesfield; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

Metro Rod is seeking a full-time Customer Service Advisor for their Macclesfield Support Centre. The ideal candidate will have a strong background in Call/Contact Centres, delivering exceptional customer service while managing the logistics of engineer assignments. The role includes a variety of responsibilities, from troubleshooting inquiries to ensuring customer satisfaction across several sectors. Join a fast-growing, dynamic team that values quality service and customer satisfaction.

Benefits

Up to 25 days annual leave plus bank holidays

Company Pension

Group Life Assurance

Cycle to Work Scheme

Company Events

Hybrid Working

Travel subsidy/mileage

Free Eye Tests/Subsidy for Glasses

Employee Assistance Programme

Qualifications

• Experience within a Call/Contact Centre is essential.
• Proven ability to achieve customer satisfaction targets.
• Strong work ethic and ability to follow processes.

Responsibilities

• Log all jobs coming through to the Support Centre.
• Provide customer support for enquiries over phone and email.
• Deal with complaints while adhering to client SLA’s.

Skills

Exceptional customer service skills

Stakeholder management

Attention to detail

Resilience

Proactive approach

Adaptability

Tools

Microsoft Word

Outlook

Excel

Job description

Customer Service Advisor

Metro Rod LTD

Full time permanent

Office based

£26.743 per annum (increasing upon successful probation period)

Mon-Fri weekly rota

We are recruiting for our prestigious contact centre here at our Macclesfield Support Centre.

This is the perfect opportunity for someone with a strong Call/Contact Centre background who is used to delivering a first-class customer experience within a very busy team. You will be responsible for logging all jobs that come through to the Support Centre and organising the relevant Engineers to those jobs.

Metro Rod work with the likes of Tesco, Marks and Spencer, Mitie, Clarion, Axa, Wetherspoons and many more in the FM, Social Housing, Property Management, Retail, Industrial and Leisure sectors. Despite having been around for over 40 years, we are a fast-growing and dynamic business and part of an ever-expanding group Franchise Brands.

Founded in 1983, Metro Rod and its sister company Metro Plumb are leading providers of drain clearance and maintenance services delivered on a largely reactive basis. The services are provided by over 60 franchisees with geographical coverage across the UK. We’ve been clearing and unblocking drains for more than thirty years and we’re proud of our reputation for quality service and customer satisfaction. Major companies and leading high street names trust us to deal with all their regular drain maintenance and we’ll bring the same high standards of service to tackle your drain blockage.

Within the Waste & Water Services Division of Franchise Brands, is also Willow Pumps and Filta. Two expanding businesses that focus on sewage pumps and commercial kitchen solutions. Together, the brands provide a complete one-stop shop for keeping water and waste flowing.

What does it entail?

This team is responsible for providing a customer focused service to National Account, Local Account and domestic customers. Being the first port of call for all enquiries over phone and email, dealing with complaints and troubleshooting along the way.

Working closely with a number of internal teams and external suppliers, the team is relied upon to represent the brand in the best possible way, being proactive and ensuring that all relevant parties are kept up to date along the journey whilst adhering to any client SLA’s.

What do we look for?

• Exceptional customer service skills
• Experience within a Call/Contact Centre is essential
• Proven experience in achieving customer satisfaction targets
• Experience using different systems, as well as Microsoft Word, Outlook and Excel
• Stakeholder management - experience working with internal and external stakeholders
• Ability to follow processes and procedures
• Strong eye for detail
• Resilience
• Experience dealing with complaints
• Proactive approach - able to look at the bigger picture
• Adaptability - able to think on your feet
• Strong work ethic
  
  

What do you get?

• Up to 25 days annual leave - plus bank holidays
• Royal London, Company Pension
• Group Life Assurance
• Additional Paid Leave / Special Leave
• Cycle to Work Scheme
• Company Events
• Laptop / Company Mobile
• Hybrid Working / occasional homeworking
• Travel subsidy / mileage
• Free Eye Tests / Subsidy for Glasses
• Electric Car Charging Points
• Free Standard Parking
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform - Sodexo
• please note that the rota changes weekly between the following shifts. Candidates may select a shift preference, however, must be available to work any of the following shifts in order to apply:
  
  

07.00-15.30

08.30-17.00

10.30-19.00

09.30-18.00

08.00-16.30

(Monday to Friday)